Case Study: Harry’s scales customer service and saves time with Zendesk Support

Harry's - Customer Case Study

Harry’s, the New York-based men’s grooming company, needed a customer service system that could keep up as the business expanded, added channels, and handled more complex support needs. The team had already used Zendesk Support at a previous company, and Katie Rogers wanted a tool that was quick to set up but still flexible enough for Harry’s growing operation.

With Zendesk Support and Zendesk Talk, Harry’s connected phone, email, live chat, and social support in one system, added workflows for Trust & Safety and finance, and used API-based automation to auto-tag, route, and prioritize tickets. Zendesk helped the team reduce weekly ticket volume by 50%, cut abandonment rate by more than 50% in the past year, and answer 80% of calls in 60 seconds or less.

Harry's

Katie Rogers

Senior Director of Customer Experience